【2016-05-30，一】ESL Podcast 1212 – Providing Tech Support

Technology is only as good as its operator. Learn more about it on this episode. Tags: Business Audio Index: Slow dialog: 1:16 Explanations: 3:29 Fast dialog: 17:54 Max: Hello, hello, is this call-in tech support? Grace: Yes, my name is Grace and this is the help desk. How can I help you today? Max: I’m having a problem with my machine and I don’t know what to do. Grace: Have you tried reading our online troubleshooting guide or asking your question on the support forum? Max: The what? Grace: Never mind. Can you describe the problem you’re having? Max: It doesn’t work. Grace: I understand that. What exactly is the malfunction? Max: It’s not working. Grace: For me to diagnose whether it’s a software or hardware problem, I’ll need more information. Unfortunately, I can’t repair it remotely. Max: Okay, I understand. Grace: Good. We offer all kinds of support, from setup to customization to disaster recovery, but I can’t do anything if I don’t understand the problem. Max: Okay. Grace: Could you walk me through what happens when you turn on the machine? Max: Nothing. Grace: Nothing? Nothing at all? Max: Zip, zilch, zero. Grace: Sir, is the machine plugged in? Max: Oh, it needs to be plugged in? Grace: [sigh] Script by Dr. Lucy Tse